As described in the Best Practices introduction, this section deals with the best practices associated with the contact centre processes that contribute in ways that add value to the company. Companies value customer loyalty, learning and professional partnerships.  Value Add contribution aligns with the call centre strategy developed by PAG.

On this page we provide a brief definition of all processes within each of the Value Add areas and their corresponding contact centre pillar.  By following the link (where available) you can find out more about each process, its full description, its characteristics and relationship to the other practices.

Customer Loyalty deals with the related drivers of employee and customer satisfaction.

Best Practice	Definition	Pillar
Customer Satisfaction System	Measuring and acting on customer key satisfiers	Business
Recovery	Retaining goodwill of a customer following a complaint	Business
Customer Focused Culture	Guiding principles regarding customer philosophy	Human
Empowerment	Increasing agent capabilities to satisfy customers.	Human
Reward & Recognition	Programs that acknowledge customer satisfaction	Business
Employee Satisfaction System	Measuring and acting on employee key satisfiers	Human

 

Learning deals with leveraging information from the call centre’s unique perspective as middleman between the customer and the company.

Best Practice	Definition	Pillar
Customer Complaint System	Obtaining additional value from customer complaints	Business
Employee Feedback System	Obtaining additional value from employee complaints	Business
Process Management Teams	Monitoring end to end key business processes	Business
Change Initiation	Replacing annual planning for call centre initiatives	Business
Reporting/Sharing	Data regarding customers, processes and transaction costs	Business

 

Professional Partnerships deal with the call centre’s relationship with the rest of the company.

Best Practice	Definition	Pillar
Operational Assessments	Building professionalism via continuous improvement	Strategy
Call Centre Strategy	Aligning to the corporate mission, vision and strategy	Strategy
Service Bureau Model	Acting like an outsourcer	Strategy
Service Level Agreements	Contracts with internal clients	Strategy
Client Services	Serving internal clients	Structure
Emerging	Keeping up with the latest and greatest in technology	Technology